63 Stowecroft Road · Arlington, MA 02474
617.710.4081 · firstname.lastname@example.org
Goal: My goal is to utilize my technical and interpersonal skills to build and lead an effective and efficient customer support team for a small, rapidly growing and changing company. My broad skills in technical areas, customer management, and managing growth make me a unique asset in helping a company build and grow.
Skills: Troubleshooting experience with: Microsoft’s W2K, W2K3, SQL, IIS, and MSDE; Oracle databases; TCP/IP, SMTP, and HTTP. Knowledgeable user of XP, Linux, and Macintosh, and a variety of software packages. I’m familiar with several programming/scripting languages including Java, C++, XML, and XSL transforms.
June 2004-present Senior Client Services Engineer Waltham, MA
· • Provide support to IMlogic customers. Support role focused on resolving escalated issues. Managed high-profile customers, ensuring satisfaction through difficult implementations.
· • Support team management, including hiring, review, group performance tracking, training, and mentoring.
· • Performing professional services remotely and onsite, including architectural planning, installations, upgrades, and troubleshooting.
· • Responsible for special projects including creation of proof-of-concept systems for high-profile prospects and managing conversions from competitors’ installations.
EMC/Documentum/eRoom Collaboration Division Cambridge, MA
July 2002-June 2004 Senior Technical Support Consultant
· Providing third-tier technical support for eRoom server administrators. Issues commonly involve IIS, MS SQL Server, email configuration, browser plug-in support, data restoration, and upgrade advice.
· Supporting the first integrations of eRoom Server and Documentum's Content Server.
· Responsible for training North American, European, and AsiaPac first-tier engineers.
· Coordinating cross-departmental projects including documentation, quality assurance, development, support, and product marketing.
Feb. 1999- Dec. 2000 Director of Member Service Cambridge, MA
I changed roles as the company was bought by The New York Times and grew from 25 to 70 people.
· Responsible for technical implementation and support of a software product (Beehive) being installed in large companies and consultancies.
· Maintained client relationships, learned client infrastructure and procedures, installed Beehive for clients, and supported its users.
· Identified and documented bugs. Proposed and defined new features. Helped to prioritize bugs, features, and release dates.
· Did troubleshooting for Beehive’s various protocols, including MS IIS webserver, POP, and CORBA.
· Staffed, trained, and managed the department as it grew
· Implemented a procedure for data capture and analysis of member activities
· Researched performance models, revenue models, and user segmentation. Wrote SQL queries against Oracle database.
· Defined several previously unexplored user segments in the market. Designed and wrote usage reports for the design, product, community, and management teams.
· Improved our conversion rate, banner click-thru, retention rate, and other key metrics through analysis of member activities
· Coordinated equipment purchase, installation, setup, and testing of Abuzz’s web application designed to handle 2 million users; negotiated a web-hosting contract.
· Handled all site operations during launch of http://www.abuzz.com
Aug.1998-Feb. 1999 Customer Service Representative Cambridge, MA
· Responsible for answering all customer questions and problems
· Assisted project management with decision making on feature implementation
· Communicated customer needs to product team
Alpha Delta Phi International Fraternity
May 1995-May 1997 Chapter Service Consultant
As the only paid employee, I worked independently to advise 30 chapters in the United States and Canada. Typically this involved maintaining a relationship with the university and its representatives, assisting in chapter budgeting and treasury activities, training and advising chapter officers, and advising alumni leadership. I also organized annual conventions and bi-annual regional conferences, and assisted in fundraising, including managing the annual phonathon.
Education Massachusetts Institute of Technology Cambridge, MA
Bachelor of Science in Mechanical Engineering
activities: Biking, motorcycling, computer games, and darts. Involved in local government, serving as an
elected Town Meeting Member and member of Electrical Power Municipalization